We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 1929 results
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Decision Reference DRN6924437
15 Sep 2020 National Westminster Bank Plc UpheldBanking and creditMiss W complains National Westminster Bank Plc will not refund some disputed transactions. She also complains it did not treat her sympathetically in how it demanded she repay the overdrawn balance.Finally, she complains it unfairly placed a CIFAS fraud marker against her name.backgroundM... (3 pages)View decision -
Decision Reference DRN-3377690
22 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3377690 The complaint Miss O complains that HSBC UK Bank Plc closed her account and registered a CIFAS marker. What happened Miss O says that HSBC closed her account in 2018. She only recently found out that a CIFAS marker had been added. This was when her account with another financia... (3 pages)View decision -
Decision Reference DRN-4849237
8 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4849237 The complaint Mr B is unhappy that Monzo Bank Ltd applied a Cifas marker against his name. He wants the marker removed. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr B received two payments into h... (4 pages)View decision -
Decision Reference DRN3784780
12 Sep 2016 Santander UK Plc Not upheldBanking and creditThis complaint is about what happened when Mr D made a mortgage application to Santander UK Plc.Santander recorded a fraud indicator (which it later removed). But Mr D’s borrowing application was declined and he holds Santander responsible for five figure losses he’... (2 pages)View decision -
Decision Reference DRN-5713458
24 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5713458 The complaint Mr F complains that Capital One (Europe) plc recorded a Cifas marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. In March 2024 Capita... (2 pages)View decision -
Decision Reference DRN8736602
20 Feb 2020 Bank of Ireland (UK) Plc UpheldBanking and creditMr A complains that Bank of Ireland (UK) plc (BOI) incorrectly recorded adverse information against his name with CIFAS, one of the UK’s fraud alert services and this caused him a number of difficulties.background BOI recorded adverse information against Mr A’s name with CIFAS in the middl... (2 pages)View decision -
Decision Reference DRN-5217216
27 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5217216 The complaint Mrs K has complained Lloyds Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. They also closed her account. What happened In August 2023 Lloyds blocked Mrs K’s account. They believed she was potentially a beneficiary of ... (3 pages)View decision -
Decision Reference DRN8175300
10 Sep 2013 American Express Services Europe Limited Not upheldBanking and creditMr T complains, in summary, that American Express Services Europe Limited blocked and closed his charge card account without warning, and that its customer service was unsatisfactory. backgroundMr T complained that his charge card was blocked without warning and then later closed. Mr T c... (3 pages)View decision -
Decision Reference DRN2049045
30 Mar 2020 Bank of Scotland Plc UpheldBanking and creditMs A complains that Bank of Scotland plc closed her current account and registered a fraud prevention marker against her without due cause.backgroundMs A in the director of B, a small business. In August Ms A got in touch with Bank of Scotland to notify them of a large payment due into the... (3 pages)View decision -
Decision Reference DRN8432898
7 Jul 2016 Bank of Scotland Plc Not upheldBanking and creditMr E complains that Bank of Scotland plc (trading as Halifax) closed his current account. He wants the account opened and compensation.backgroundMr E told us Halifax closed his current account after receiving information from other banks and the Credit Industry Frau... (1 page)View decision